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Learning & Development Training Officer

Central to our aim, our Customer Support Centre will deliver higher service levels for our UK operations. This will be achieved through a detailed understanding of our operations and our customers. State of the art systems will ensure requests are speedily and effectively resolved with access to robust data both for developing strong customer relationships and for continually improving our services.

Your role

An exciting opportunity has arisen to work closely with the specialist and operations leads in the new First Customer Contact back office centre, supporting customer channels. As the team continues to grow and mature, the demands grow on our people to deliver the highest levels of customer service. This role's key focus is to ensure that customer and business service levels are met through a robust and progressive training program.

Taking ownership of the staff continuous improvement cycle and allowing people to flourish in a high pace environment, where knowledge and empowerment to walk a customer through a range of scenarios to the desired outcome is key. Experience in customer contact environments and training roles is preferable.


  • Preparing materials and designing robust induction modules that have strong alignment to business and customer needs. A strong focus on quality with and driving an accountability culture.
  • Build and enhance relationships within division, utilising customer feedback to drive processes to aid coaching and training schedules
  • Promote company values in all activities
  • Working with the operations lead and Team Leader population to ensure materials allow for a diverse set of learning styles whilst remaining focused on delivery objectives
  • Enhancing and generating new skills matrix measurements frameworks that support all teams in their functional aims
  • Motivate colleagues across all functions through ingenious and engaging material
  • Work with the Central Recruitment team and HR to support recruitment within the Contact Centre.
  • Actively promote vacancies including liaison with external agencies and candidates directly.
  • Support Operations teams to onboard candidates.
  • Build a talent supportive ethic


Knowledge and skills

  • Minimum 6 months plus rail experience
  • An in-depth understanding of customer service department training needs
  • Experience supporting recruitment and onboarding
  • IT literate
  • To build own training materials and ability to engage with divisional counterparts on best practice / current methodology


Person specification

  • Passion and drive for delivering an excellent customer experience
  • Ability to constructively feedback to businesses in order for changes to be made as a result of customer feedback and training requirements
  • Drive to achieve personal, local and departmental objectives
  • Confidence with strong background in people development
  • Capacity to operate in an agile, changing environment
  • Sets the standard with an excellent communication



Sheffield city centre. Ten minutes' walk from Sheffield Station. Travel to other locations, as appropriate, may be required.


Working pattern

37.5 hours per week (core business hours weekdays and flexible working across weekends to support shift working team leader reports).

The more varied our workforce, the broader the expertise within our organisation. And the broader our expertise, the greater our chances of innovation and success. That's why we're committed to equality of opportunity, diversity and inclusion at every level.


Apply now and join the team!

About FirstGroup

FirstGroup plc is a FTSE 250 constituent and leading transport operator in the UK and North America. During the last year around 2 billion passengers relied on us to get to work, to school or college, to visit family and friends and much more. Each day every one of our 100,000 employees works hard to deliver vitally important services for our customers.

We are one of the UK's most experienced rail operators, carrying around 140m passengers across our three franchises and our open access operation.

FirstGroup plc welcomes applications from a diverse range of candidates regardless of background, gender, race, religious beliefs, disability, sexual orientation or age. We aspire to be a diverse and inclusive organisation because we believe that diversity brings benefits for our customers, communities and our people. Valuing our differences and drawing on our collective knowledge and experience helps us develop new services, open up new markets and broaden our customer.

Close map
Acero Building, Sheffield
1 Concourse Way, Sheffield, England, S1 2BJ
  • Ref:
  • Company:
    First Customer Contact Ltd
  • Website Skillset:
    Customer Service
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    Acero Building, Sheffield
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